New to Security Repairs? Renova Technology Questions 101

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New to Security Repairs? Renova Technology Questions 101

What types of devices does Renova Repair?

Renova repairs over 2,500 security devices from over 250 brands that are no longer in-warranty or supported by the manufacturer on behalf of commercial security integrator and self-maintaining enterprises (SMEs) customers.

Our repair menu ranges from high-end PTZ camera repairs, DVR & NVR repairs to access control device repairs. We also repair security devices such as controllers, encoders, and monitors.

What if the device is not listed on your security repair menu or online?

Renova adds new devices daily to our security repair menu. We add on average 40 new models per month.

Typically, if the device is outside of a similar product line we currently repair, we ask for a few additional days in lead time to repair and ensure the same level of quality of all of our devices.

We are ready to repair, what now?

We follow an easy RMA (Request Merchandise Authorization) process that our customers have found beneficial. Once you fill out our RMA form, our Customer Team will issue a number to include on your packing slip so tracking is available.

Ship to Renova?

Our easiest program to get started with is “Repair and Return”. Simply ship to Renova and we repair and return. We ask our customers to pay freight to and from Renova.  We also offer programs around repair such as drop shipping and advanced exchange.

What is your lead time?

Renova’s average lead time is 5-7 business days starting the day the device arrives at our facility. We ask our customers to allow 10 business days unless an expedite is requested.

Expedites are also available, which shorten lead time by a couple of business days. Per above, if the device is not presently on our menu, we must ask a few additional days to ensure our highest quality assurance standards.

I see the security camera and access control repair price, is that the only cost?

On DVR/NVRs, if the device requires a new hard drive we can provide HDD rates, which are an addition to the standard repair price. For security camera repairs that have housing damage and require a replacement dome, we consult with your team first if you wish to purchase a new dome. 

What about bench fees?

At Renova, we do not believe in evaluation or bench fees on security equipment. Therefore, if a device is beyond repair, there is no charge for our time troubleshooting.

Can I pay with a credit card?

We accept credit card payments and generally ask for credit payment on first order to expedite the process. However, we are happy to set up terms moving forward and can provide the necessary forms to get set up.

What type of warranty is available?

We offer a 90-Day warranty period on all of our security devices. Quality assurance testing is provided on all devices to ensure they meet standards. If your team has any questions regarding software updates, our team is available to troubleshoot over the phone.

Renova conforms to standards for electrostatic discharge (ESD) compliance and quality sampling and subscribes to Lean management practices including Lean Six Sigma, 5S and TPS for security electronic repairs.

How do I check RMA status?

Once you have a RMA number, you can simply reply back to our RMA team, call your primary Account Manager, or try Customer Service. One of our team members can easily look up in our Enterprise System and provide you with the data you need.


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